Hybrid SaaS Support Specialist | Customer Success

Restaurant365; Canada; Hybrid; CAD 42,000 - 62,000; Full time

Benefits offered by this job

Competitive compensation package

Comprehensive medical benefits

401k + matching

Team member stock options

Flexible PTO + Company holidays

Wellness initiatives

Job summary

Restaurant365 is seeking a Support Specialist to assist customers across the R365 platform. The role involves guiding users through workflows, resolving common issues, and escalating complex cases while thriving in a fast-paced environment.

Ideal candidates have 1+ year in SaaS support, strong communication, and proficiency with ticketing tools and Excel. This hybrid position supports multiple time zones and onsite collaboration on certain days.

Qualifications

• 1+ year experience in customer support or help desk (SaaS preferred).
• Strong written and verbal communication skills.
• Detail-oriented with good time management.
• Experience using ticketing systems and chat/phone support workflows.
• Willingness to learn new software and processes.

Responsibilities

• Support customers via tickets, live chat, and outbound phone.
• Ask targeted questions to understand and resolve issues.
• Guide customers through Restaurant365 workflows and best practices.
• Troubleshoot issues using support tools and knowledge base resources.
• Escalate complex issues with clear notes and context.
• Manage personal ticket queue and meet SLA/quality expectations.
• Participate in live chat rotations and multi-time zone support.
• Identify recurring issues and suggest documentation improvements.

Skills

Customer support

Communication

Time management

Ticketing systems

Excel

Remote/hybrid setup

Education

Bachelor’s degree in business/finance/accounting

Tools

Excel

Job description

Restaurant365 is seeking a Support Specialist to assist customers across the R365 platform. The role involves guiding users through workflows, resolving common issues, and escalating complex cases while thriving in a fast-paced environment.

Ideal candidates have 1+ year in SaaS support, strong communication, and proficiency with ticketing tools and Excel. This hybrid position supports multiple time zones and onsite collaboration on certain days.